What are the responsibilities and job description for the Customer Support Engineer position at CyberFOX?
General Summary:
CyberFOX is a global cybersecurity solutions provider focused on identity access management (IAM) with their two flagship products in password management (CyberFOX) and privilege access management (AutoElevate) specifically for managed service providers (MSPs). CyberFOX provides MSPs with solutions to monitor, manage and mitigate risks as components in their identity access management (IAM) strategy. CyberFOX enhances and tightens security practices for MSPs while simplifying and improving end-user experiences. CyberFOX and their solutions were built for the unique needs of today’s MSPs while providing simple affordable, practicable security.
Essential Duties and Responsibilities:
- Provide White glove style service for new onboarding clients to assist them through the process from initial setup, to onboarding clients and be the first point of contact for any issues or questions till the onboarding process has completed its success criteria.
- Support single application running on Windows and MAC desktop and laptop computers and mobile devices such as iPhones, iPads and Android phones via phone, chat, and email
- Receiving Escalations and taking ownership of support tickets to resolution.
- Monitoring and adhering to SLA requirements on support tickets.
- Escalate issues when necessary, tracking related progress and updating customers.
- Achieve quarterly performance goals and initiatives.
- Analyze ticket trends and recommend process, system, and product improvements.
- Curate internal and end-user documentation and training material.
- Manage incidents through online ticketing system.
- Take ownership of trouble tickets, working and tracking issues to resolution
- Record detailed information into Service Desk ticketing system
- Utilize support applications to ensure timely resolution of client issues
- Other duties as assigned
Educational/Vocational/Previous Experience Recommendations:
- College or Technical Institute degree in Information Technology or other related discipline required. May be substituted by 5 or more years of experience in a Help Desk/Call Center environment.
- Excellent communication, written and verbal are vital for communication via phone, chat, and email
Working Conditions:
- Monday – Friday, 8:30am – 5:30pm ET
- CyberFOX is a hybrid working environment. Monday, Wednesday, and Thursday are in-office days.Tuesday and Friday are work from home days. These days are subject to change.